Practical Benchmarking: The Complete Guide
by Bob Camp The business improvement topic and quality tool called benchmarking is becoming widely understood and broadly applied. There are now applica firms that tions in almost all segments of the economy including industrial either produce a product
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Practical Benchmarking: The Complete Guide
Mohamed Zairi Unilever Lecturer in TQM Bradford University and
Paul Leonard Senior Consultant Xerox Quality Solutions Rank Xerox Ltd
SPRINGER-SCIENCE+BUSINESS MEDIA, B.V.
© 1996 Springer Science+Business Media Dordrecht Originally published by Chapman & Hali in 1996 Softcover reprint of the hardcover 1st edition 1996 Comrnissioned and produced by Technical Comrnunications (Publishing) Ltd. ISBN 978-94-010-4560-5 ISBN 978-94-011-1284-0 (eBook) DOI 10.1007/978-94-011-1284-0 Apar! from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the UK Copyright Designs and Patents Act, 1988, this publication may not be reproduced, stored, or transmitted, in any form or by any means, without the prior permission in writing of the publishers, or in the case of reprographic reproduction on1y in accordance with the terms of the licences issued by the Copyright Licensing Agency in the UK, or in accordance with the terms of licences issued by the appropriate Reproduction Rights Organization outside the UK. Enquiries conceming reproduction outside the terms stated here should be sent to the publishers at the London address printed on this page. The publisher makes no representation, express or implied, with regard to the accuracy of the information contained in this book and cannot accept any legal responsibility or liability for any errors or omissions that may be made. A Catalogue record for this book is available from the British Library
Contents Foreword by Bob Camp
VII
ix
Preface
Part One:
1
1
3 3 4 5 7 8 9
Competing in a modern business environment: what does it mean?
1.1 1.2 1.3 1.4 1.5 1.6 2
Introduction Market-driven strategies - a first requirement Time-based competition Being a global competitor - what does it mean? Competing through learning - the role of core competences Competing through benchmarking - a proposed model
The total quality movement: where did it start, what does it mean, and how does it affect business organizations?
2.1 Background 2.2 The evolution ofTQM 3
Origins of benchmarking and its meaning
3.1 3.2 3.3 3.4 4
Introduction Why is benchmarking so important? The evolution of benchmarking Benchmarking today
Benchmarking - an all encompassing tool
4.1 Introduction 4.2 The importance of benchmarking 4.3 The links between process and people 5
Benchmarking - the strategic tool
5.1 5.2 5.3 5.4 5.5
Customer - key determinant of strategic planning The link between competitive analysis and benchmarking Benchmarking strategic quality planning The development of an effective benchmarking strategy Strategic supremacy through benchmarking
12 12 14 22 22 23 25 26 28 28 29 32 34 34 34 35 43 44
IV
6
7
8
9
Types of benchmarking 6.1 Competitive benchmarking 6.2 Functional benchmarking 6.3 Internal benchmarking 6.4 Generic benchmarking
47 47
Benchmarking, benchmarking processes 7.1 Introduction 7.2 Criteria used for benchmarking 7.3 Methodology of benchmarking 7.4 The benchmarking methodo
